Technical Support Engineer | Remote | MENA

Responsibilities

• ▹Provide tier-1 and tier-2 technical support to merchants experiencing integration or payment processing issues
• ▹Troubleshoot API integration problems, analyze error logs, and guide merchants through resolution steps
• ▹Debug payment flows, investigate transaction failures, and identify root causes of technical issues
• ▹Collaborate with merchants to resolve provider-specific connectivity and configuration problems
• ▹Create and maintain technical troubleshooting guides, FAQs, and best practices documentation
• ▹Escalate complex technical issues to engineering teams with detailed analysis and reproduction steps
• ▹Support merchant onboarding by providing technical guidance during integration setup
• ▹Monitor system health and proactively identify potential issues affecting merchant performance
• ▹Work closely with third-party payment providers to resolve integration blockers
• ▹Assist in testing new provider integrations and documenting technical requirements
• ▹Participate in on-call rotation to ensure 24/7 technical support coverage
• ▹Contribute to internal tooling improvements and support workflow optimization

Requirements

• ▹3+ years of experience in technical support, payment integrations, or API troubleshooting
• ▹Experience with payment processing concepts including authorization, capture, refunds, and webhooks
• ▹Comfortable using tools like Postman, cURL, and log analysis platforms
• ▹Familiar with payment service providers and common integration challenges
• ▹Excellent problem-solving skills with attention to detail in technical investigations
• ▹Strong written and verbal communication skills in English
• ▹Ability to explain technical concepts to both technical and non-technical audiences
• ▹Experience working in fast-paced startup environments
• ▹Customer-focused mindset with patience and empathy when handling support cases

Nice to have

• ▹Previous experience with payment orchestration platforms
• ▹Knowledge of multiple programming languages (Python, Flutter, etc.)
• ▹Familiarity with database queries and data analysis
• ▹Experience with ticketing systems and support workflow management
• ▹Understanding of PCI DSS compliance and payment security standards

Soft skills

About the company

MoneyHash is building the future of API-based payment infrastructure, consolidating the revenue cycle across geographies and use cases. It is a fast-growing early-stage fintech startup.